Refund and Returns Policy


Order cancellation

All orders can be canceled until they are processed and shipped. Once the packaging and shipping process has started, it can no longer be canceled.


Your customer satisfaction is our #1 priority. We want you to fulfill orders with confidence. That’s why we proudly offer absolute satisfaction guarantees that ensure your customers will receive a purchased item on time and as described.

Our primary goal is to make our customers happy, so everyone who shops with us receives the following guarantees:

  • Refund if the item is not as described or damaged;
  • Refund minus the shipping cost if your customer does not want the product they received. Your customer must return the item at his expense to our warehouse and the item must be unused.

Refunds are not available under the following circumstances:

  • Your customer’s order does not arrive due to an incorrect address provided by the customer;
  • Your customer’s order does not arrive due to exceptional circumstances beyond our control (e.g. delayed by a natural disaster).

How do refunds, returns, and exchanges work on Customer Chain?

  • In case customer reports a damaged or incorrect product, then customer is required to submit a photo evidence within 14 days of receiving the item. If the claim is approved, a refund will be issued.
  • If the product packaging is damaged but the product itself is intact, then customer must submit a claim to the shipping carrier directly.
  • Missing order: In case a package is delivered (based on tracking number update) but customer claims that they did not receive the item, then customer must submit a claim to the shipping carrier directly. As a retailer, our orders will be deemed delivered and in satisfactory condition if you do not report the issue within the time frame.

If you experienced any of the above scenarios, you must report the issue within 14 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.

How do I request a refund, return, or exchange?

Handling returns is an essential part of running a business. Customer Chain is here to help! We have put together the following steps to make this process easier:

  1. Contact our Customer Support team via contact page and include the evidence if required.
  2. After we have approved the order refund, return, or exchange, the product must be returned to the vendor warehouse (Note: Different vendors sell products in our site so we share your product vendor address where you need to return your product) once the product received we release your refund.
  3. The customer must return the product and provide a tracking number.
  4. Once the tracking number has been provided (or once we have received the returned product), a replacement product will be shipped or a refund minus the shipping cost will be credited back to the card or original method of payment on file.
In order for Customer Chain to ship a replacement product or process a refund for a damaged or incorrect product we require a tracking number for the item returned.